BC Hydro apologizes for incorrect National Day for Truth and Reconciliation automated message

BC Hydro is apologizing after incorrectly identifying Friday’s holiday as Labour Day on its customer service line.

It comes after an Indigenous woman called our newsroom after hearing this automated message: “For the Labour Day holiday, our customer service office is closed on Friday, September 30.”

Friday is the National Day for Truth and Reconciliation, and it left Katherine Letaim feeling upset.

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“One, I felt offended, and two, our education clearly is not out there enough, when people don’t even understand,” Letaim said. “My heart just sank. Here is a number that probably [thousands] of people call, and they’re all being told they’re closed for Labour Day on Friday, and it’s actually National Day for Truth and Reconciliation.”

It got worse for Letaim when she got through to customer service, and wanted to flag the issue to a staff member.

“When I did get through to customer service, I thought, maybe this is just an error, I’ll let them know, so they can fix it,” Letaim said. “And I asked the customer service guy why they were closed on Friday, and he couldn’t tell me. So he gets a day off Friday as a stat holiday, and doesn’t even know what it’s for.”

When contacted for comment, BC Hydro was immediately apologetic and promised to correct the automated message.

“First and foremost, we want to apologize to anyone who heard the incorrect message,” said BC Hydro spokesperson Mora Scott. “It was a mistake and we’re sorry. It’s currently being fixed and it’s being replaced with the correct message stating that Friday is the National Day for Truth and Reconciliation. This is obviously a learning opportunity for us and we really want to assure our customers that it’s not going to happen again.”

As for the interaction with the staff member who seemed to be unaware of why the company’s offices are closed on Friday, Scott insisted the crown corporation has communicated that with employees.

“It’s definitely something that, as a company, we do talk about with staff,” Scott said. “We have been talking about it all month. I really am sorry this was the experience this customer faced. It’s certainly not something we want to have happen, and obviously we apologize.”

BC Hydro is recognizing Orange Shirt Day on Tuesday in advance of Friday’s stat holiday.